Design centrado no usuário? Análise da forma de pesquisa com representantes dos usuários finais no desenvolvimento de produtos digitais

Abstract

Involving end users during product development is highly valued in the fields of HumanComputer Interaction (HCI) and User Experience (UX). However, there are scenarios where it is not possible to involve end users, and user representatives are included instead. This research aimed to investigate how studies with user representatives are conducted in the development of digital products. To achieve this, an update of a Systematic Literature Review (with data extraction from a tertiary study) was performed, along with a questionnaire targeting Information Technology professionals. As a result of the bibliographic review, 164 studies involving user representatives in their research were analyzed. The data revealed that studies with user representatives use common data collection techniques from the HCI field. However, precautions in conducting research with user representatives are not always taken, the reasons for not involving end users are often unclear, and the level of proximity between the representatives and the end users is rarely addressed. The questionnaire highlighted the diversity of participants and the various sources of information consulted throughout the product development process to understand end users, as well as the reasons for not involving them. It also detailed how user representatives contribute during the development process. This research culminated in a list of recommendations aimed at IT professionals and researchers to inspire them when involving user representatives in their studies is necessary.